Best Practices of Great Contact Center Coaches
Operations Made Better
Vickie Schutze and Amanda Turner discuss the best practices of great coaches and how frontline excellence training can empower managers
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The Path of Least Resistance Isn’t Always the Path You “Should” Take
Operations Made Better
The Northridge Group's CEO, Therese Fauerbach, shares how to improve your decision making process by tackling the “should do” vs. “could do” dilemma.
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How Speech Analytics and Human-Assisted Quality Monitoring Programs Work Together
Operations Made Better
Brandie Gatlin explains how quality monitoring programs are evolving with the use of speech analytics and how combining these services can drive even more value for your organization.
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The Contact Center’s Role in Improving the Experience of Healthcare Providers and Members
Operations Made Better
Improving the satisfaction of healthcare providers and their patients has always been a priority for health insurance companies and their contact center operations can play an integral role.The Northridge Group’s Mary Kane discusses three steps payers can take to Improve their contact center operations
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"Customer First" Omni-Channel Digital Experiences
Operations Made Better
Deb Robbins discusses “digital first” strategy and offering omni-channel and in-channel support.
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“Digital First” Means Customer First
Operations Made Better
The Northridge Group’s Deb Robbins discusses how to implement a winning “digital first” strategy that puts the “customer first”.
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How Customer Analytics Can “Up” Your CX Game
Operations Made Better
The Northridge Group's Molly Clark discusses the 3 ways companies can leverage customer analytics to improve their customer experience.
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Post-Pandemic Contact Center Hiring and Retention
Operations Made Better
Retain top performers and engage new hires with these contact center hiring and retention strategies.
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Data-Driven Success with Operational Scorecards
Operations Made Better
Before measuring success, it is important to consider the Why, What, and How of your measurement process. Northridge Group's Lisa Butler discusses the 4 ways operational scorecards can drive data-driven success.
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Managing the Next Generation of Leaders
Operations Made Better
The Northridge Group's CEO, Therese Fauerbach, shares how CEOs can ensure the next generation of leaders are set up for success.
info_outlineJoin The Northridge Group's Diane Fiore as she explains how How Coaching & Training Call Center Agents Increases Client Empathy Behavior Scores